Speed upgrade takes how long ?

on ‎06-01-201612:46

Hello guys,

First post so apologies if there's anything I've missed let me know.

Basically we upgraded our Virgin Media Broadband speed yesterday from 30 Mbps to 100Mbps, I assumed that it would not take long for the upgrade to come down and the config file be pushed to the Superhub, called 150 and they said it would take a few hours, this morning still has the router set a 30Mbps.

Re: Speed upgrade takes how long ?

on ‎09-01-201613:25

Hi Teracio,

Sorry to hear you've had some trouble with the upgrade. It shouldn't take very long at all and is quite a straight forward process. The hub just needs to download the config file and a reboot usually does that. If not a factory reset will typically get the job done.

I've checked your connection and you are on the new package now, I'm not sure what caused the delay as everything now looks normal from this side.

Re: Speed upgrade takes how long ?

on ‎06-01-201614:23

at the risk of sounding patronising, have you tried rebooting the SH, or even cutting the power to it full stop for 30secs. Sounds like a bland helpdesk thing to say I know, but it can sometimes work, force the SH to re-get config files. It's likely to be one of the first things that VM tell you to do if you ring them so you might as well rule it out

Re: Speed upgrade takes how long ?

on ‎06-01-201615:26

That's alright, I work in 1st line support myself so I know the fury that question can bring. Yes I've been power cycling the SH since last night and just now, still has a config of 30Mbps. Should have mentioned this earlier !

Re: Speed upgrade takes how long ?

on ‎09-01-201613:25

Hi Teracio,

Sorry to hear you've had some trouble with the upgrade. It shouldn't take very long at all and is quite a straight forward process. The hub just needs to download the config file and a reboot usually does that. If not a factory reset will typically get the job done.

I've checked your connection and you are on the new package now, I'm not sure what caused the delay as everything now looks normal from this side.